Securing Your Role as a Trusted Advisor - April 2014

Securing Your Role as a Trusted Advisor
IAPSC Conference| April 2014

In this “moment of truth,” what should I do?
A. Wait for Chuck to respond
B. Press on
C. Back out gracefully
D. Get curious
© 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green

Human vulnerabilities have serious
consequences
• Waste
• Lost opportunity
• Compromise
• Failure

Trust has an upside
1. Engagement
2. Productivity
3. Leverage
4. Information sharing
5. Creativity/innovation

Trustworthiness starts with mindset
• Trust is personal
• Trust is paradoxical
• Trust is positively
correlated to risk
The
3 P’s

A certain level of mastery is required
conscious
incompetence
unconscious
incompetence
conscious
competence
unconscious
competence
competence
consciousness

Today, we’ll explore what it really takes …
… to be trustworthy
… to be influential
… to build your business
through trust

These are our building blocks

Looking up “trust” is a waste of time
trust

Let’s make it real
Bring to mind a
“relationship situation”:
1. There’s misalignment,
concern, disagreement,
frustration, tension, or
conflict (big or little)
2. It’s with an individual
3. You can speak about it
here

Say three things out loud
1. “My stakeholder is ___________.”
2. “The challenge as I see it is _____________.”
3. “My wish for this relationship is
_______________________________.”

Let’s consider this situation together:
• You promised a client something by “close of
business”
• You won’t be able to deliver it until 8am
• She typically gets in at 9am

What should you do?
A. Decide not to worry about it
B. Deliver at 8am with a quick note
C. Re-promise now for 8am tomorrow
D. Send a message to your team mate (cc your
client)

Reliability relates to actions
R
T trustworthiness
R reliability
T =
Source: The Trusted Advisor by Maister, Green, and Galford, The Free Press, 2000

Reliability is the only variable
that requires the passage of time
AND you can accelerate it:
5. Make lots of small promises
6. Be on time
7. Use their terminology

How about this situation:
• You are meeting with a potential client
• You studied their business
• They ask about your direct experience with XYZ
• You’ve never done XYZ

What should you do?
A. Talk about and demonstrate your knowledge
of XYZ
B. Tell her you do not have any direct experience
C. Share how your experience equips you to do
XYZ
D. Change the subject quickly

Credibility is about more than expertise
C + R
T trustworthiness
C credibility
R reliability
T =

Here’s how to build credibility quickly
1. Show you’ve done your homework
2. Take a point of view
3. Speak the truth ... always
4. Combine your words with presence

How about this situation?
• Paul is 10 minutes late to your one-on-one
• In passing, he mentions issues at home
• Throughout the meeting he seems distracted

What should you do?
A. Stay focused on the agenda
B. Make a mental note … then ask later if he is
okay
C. Make a mental note … then look for ways your
team can help
D. Pause to make an observation

There are many paths to Intimacy
C + R + I
T trustworthiness
C credibility
R reliability
I intimacy
T =

Even intimacy can be accelerated
8. Name the elephant
9. Listen with empathy
10. Tell them something you appreciate about
them
11. Address people by name

And finally, this situation?
• You have a great opportunity to significantly
expand your work.
• Your group has some experience.
• NONAME GROUP has done excellent work in
this area.

What should you do?
A. Prepare to recommend your group
B. Prepare to be candid … but keep the focus on
your group
C. Prepare to be candid … and suggest they
consider NONAME as well
D. Update your resume

Self-orientation is all about focus
T trustworthiness
C credibility
R reliability
I intimacy
S self-orientation
C + R + I
S
T =

There are ways to “get off your ‘S’” faster, too
12. Give away ideas
13. Build a shared agenda
14. Steer clear of premature problem-solving
15. Relax your mind

Walking the talk:
Your stakeholder’s experience
Consider your
stakeholder
challenge. Which
variable would
he/she say earns
your highest score?
Lowest score?
C + R + I
S
T trustworthiness
C credibility
R reliability
I intimacy
S self-orientation
T =

Next up, what it really takes …
through trust

Securing Your Role as a Trusted Advisor
IAPSC Conference| April 2014
Welcome Back

The Trust Equation brings clarity to ambiguity
T trustworthiness
C credibility
R reliability
I intimacy
S self-orientation
C + R + I
S
T =

Influence is as misunderstood as trust
Facts
Logic
Truth

What drives influence might surprise you
reciprocity

Trust breaks down in conversations in two
key ways

Listening also drives
sales
“The most pervasive
and hardest sales
problem? Premature
solutions. The
mistaken belief that
the sooner they can
begin solving the
problem, the more
effective they will be.”

Influence, in fact, is a function of listening,
not talking
empathy

We have to earn the right to be right
RATIONAL NON-RATIONAL
Paraphrase Empathize
Earn the Right

Earning the Right to be Right
EMPATHY ADVICE VALUE

Consider your stakeholder situation
• What haven’t I been
HEARING?
• What haven’t I been
SAYING?

Finally, what it really takes …
through trust

The definition of “sell” isn’t pretty
Source: http://www.merriam-webster.com/dictionary/sell

Mindsets make a difference

Trust-based selling is about helping …
“The objective of trust-based
selling is to help the buyer
do the right thing—for the
buyer. Period.”
… and helping isn’t smarmy.

The Trust Principles define four key values to
live by
1. Other-focus—for their sake, not yours
2. Medium- to long-term—relationship, not
transaction
3. Collaboration—working with, not to/for, the client
4. Transparency—except where illegal or injurious

How do you apply the trust principles to
developing business?
Other-focus Collaboration Med to LT view Transparency
Offer a client three
ideas for
improving their
performance in
the next quarter
without any extra
work
Start internally:
take concrete steps
to break down silos
Revisit the list of
clients you screened
out and find out
what they’re up to
In sales conversations,
compare your offerings
to others—share the
good, the bad, and the
ugly

Today we covered how…
through trust

Secur ing Your Rol e as a Trus ted Adv isor: Key Takeaways
#1. A TRUSTED ADVISOR is a
___________________________________.
#3. The TOP 5 BENEFITS of trust are:
1. _____________________________
2. _____________________________
3. _____________________________
4. _____________________________
5. _____________________________
#2. The THREE P’s of trust are:
Trust is p________________
Trust is p________________
Trust is p___________________________
#4. My stakeholder’s name is: ____________________________________.
#5. CREDIBILITY equates to _____________.
RELIABILITY equates to _________________.
INTIMACY equates to ___________________.
SELF-ORIENTATION equates to __________.
#6. ________________ is the only variable of trustworthiness requiring the passage of time.
#7. Four ways I could RAPIDLY BOOST MY TRUSTWORTHINESS score:
Self-Orientation: __________________________________________
Intimacy: __________________________________________
Reliability: __________________________________________
Credibility: __________________________________________
Choose from your
bookmark or insert
your own.
Download a free
eBook that expands
on the 15 Ways to
Build Trust … Fast!
#8. My TRUST TEMPERAMENT™ is my ________________________ when it comes to
trust-building.
#9. According to Cialdini, _____________________ is a primary driver of INFLUENCE.
This plays out in the business of advice-giving in the form of ________________________.
#10. My BIGGEST TAKEAWAY from today is:
_________________________________________________________________________.
#11. ONE ACTION I will take to increase my trustworthiness is:
What By When With Support From
www.trustedadvisor.com/IAPSC
Cate Gregory | cgregory@trustedadvisor.com | 1.703.346.5050 | Visit http://trustedadvisor.com/IAPSC to download “82
Ways to Build Your Trustworthiness” and more. © 2010-2014 Trusted Advisor Associates, LLC. All rights reserved.

The Virtual Goodie Bag
• Online resources for you:
www.trustedadvisor.com/IAPSC
• Take the Trust Quotient Assessment
http://trustsuite.trustedadvisor.com
cgregory@trustedadvisor.com

Cate Gregory
cgregory@trustedadvisor.com
1-703-346-5050, LinkedIn
How will you choose…
… to set yourself apart?

Securing Your Role as a Trusted Advisor - April 2014

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